Park Grand Paddington Court Hotel

"I rarely leave negative reviews, but this experience was so frustrating and unacceptable that I feel compelled to warn other travelers. I paid a premium price expecting a comfortable and professional stay. Instead, I spent several days dealing with problems that no paying guest should ever have to endure. The most basic hotel responsibility is to provide a functioning room with water and working facilities. Shockingly, this hotel failed at both. After discovering that the shower in my room did not work, I repeatedly called reception seeking help, but each time I was told “someone will come,” and no one ever did. Despite multiple requests, assistance arrived only after a long delay and the issue was never properly resolved. What happened next was even worse. When I returned to my room later that night, the bathroom had been left in a complete mess. There were tools and dismantled taps etc lying all over the bathroom and room ( pictures attached) .There was no water available in the toilet and no drinking water in the room. I called reception several times, but nobody bothered to respond. Imagine paying a substantial amount for accommodation and then being unable to use your own bathroom facilities or even access drinking water. I spent the night feeling helpless, angry and utterly ignored. The attitude of the staff was perhaps the biggest disappointment. Every complaint was treated as though I was an inconvenience rather than a guest. There was no sense of urgency, no genuine apology, and no effort to make things right. Instead of fixing the problems, I was asked to change rooms and move my belongings myself, without any assistance whatsoever and to make matters worse, the hotel is a big maze, with multiple buildings attached , the lift is a misnomer, no sign boards, no emergency exits, etc.. What will happen during an emergency !!!! ????? What infuriates me most is the complete mismatch between what the hotel promises and what it actually delivers. Beautiful photos and polished marketing cannot hide poor maintenance, poor service, and a lack of basic guest care. This was not a minor inconvenience. It was a series of failures that ruined what should have been an enjoyable stay. From last one month I'm awaiting the revert from the hotel to reply to my email... that too hasn't come.  I left this hotel feeling frustrated, exhausted and deeply disappointed. For the amount charged, the service was frankly unacceptable. I would not stay here again, nor would I recommend it to anyone looking for comfort, professionalism or respect as a paying guest. Save your money and stay elsewhere. I strongly advise others to reconsider before booking."

"I recently booked a room here for a holiday I was taking with my younger brother. When I booked, I was given the option to book “Double or Twin” room, but not select between the two. I put in the additional notes that, since I was travelling with my sibling, I was requesting a twin room, not a double. This was booked 6 months in advance of the trip. Upon arrival, early on the morning before I checked in, I asked for confirmation that it was indeed a twin room. They said no, that the twin rooms were subject to availability, and that I was given a double. I reminded them that I had put in the notes that I was requesting a twin, at which point they looked on their computer and acknowledged this. There was no apology for the circumstances, instead I was told that I was not going to be able to get a twin room unless i paid a further £50. It was at this point I realised that although the rooms were “subject to availability” there was indeed a twin room available, just not one they wanted to give to me without further payment. On principle I declined this, as I did not want to be scammed out of any money I should not have to pay, and had to make do with the double, which was very small for two individuals. I can assume that the twin may have been larger, but was not given that opportunity to find out. Our room was upstairs, and although there was a lift, whatever floor our room was on was only accessible by stairs. Because of this I do not recommend this hotel to anybody who requires a wheelchair or has any other accessible needs. Perhaps you could request an accessible room in the additional notes, but from my experience, these are not checked or considered, and additionally, I would also expect you would have to pay extra for any additional request like this. The room was clean, breakfast was acceptable although we had to wait 15-20mins each morning to be sat because of how small the dining room was, and often again had to wait for minutes on end for fresh plates to be given so we could actually eat anything. The line for breakfast each morning was even longer than when we left, and can assume that people had to wait upwards of 30minutes to be sat You are able to store your luggage if you arrive before check in, and after check out, although this was also apparently “subject to availability” so I wouldn’t count on it. The location of this hotel is what saves it. It’s located 5min walk from Paddington station, which serves Heathrow Airport via the Elizabeth line, making it very easy to get to. The local Paddington tube station serves the Bakerloo, Circle, District and Hammersmith and City lines, useful to get to many places in central London. I had stayed in this hotel once before alone, and returned because I was overall content with the experience I had. However this experience disappointed me heavily, I did not expect to be asked for more money on arrival for something that was available to me, and should have been given as it was what I paid for. I felt, as I am a 21 year old girl who appears younger than she is, that I and my complaints were not taken seriously at all by dismissive reception staff, as I have seen other people’s reviews in which they said they were moved rooms with no issue at all! I will not be returning, and frankly have no idea how this hotel got its 4 star rating"

"We enjoyed our two night stay at this hotel. The central location was perfect, we stayed on the 4th floor in the main building in a deluxe room, the hotel is a 5 minute walk from Paddington Station with several tube lines so easy to get around London. Staff were friendly and helpful and check in and check out was quick and straightforward. The area and hotel was quiet at night and there are shops, cafes and restaurants on the main road (Praid Street) we enjoyed Market Halls next to the train station for a quick and varied choice of cusines when were tired and hungry. Room amenities we had a fridge, microwave, kettle, hair dryer and iron/ironing board. The hotel is a bit tired and could do with an update and the lift had a strange smell but our room was clean and housekeeping cleaned the room and gave us fresh towels/glasses. The main issue I had was that the air con was rubbish it did nothing to cool the room and the window does not open enough to let any fresh air in I would stay at this hotel again but for longer stays in the summer months I would be hesitant to book because it was so hot at night."